Director of Continuous Improvement leading initiatives and enhancing operations at Zeus Industrial Products. Responsible for strategic improvements across various departments to drive efficiency and excellence.
CT
Hybrid Director of Professional Services
Posted last month
About the role
- Director of Professional Services at Clio, leading the implementation of ShareDo solutions for law firms. Drive operational excellence and define methodologies for successful client outcomes.
Responsibilities
- Build and Lead a World-Class Services Organization
- Lead and grow a team of legal architects responsible for end-to-end delivery of large-scale enterprise projects.
- Define and continuously improve delivery methodologies, tools, and processes that enable scalable, repeatable, and efficient implementations for complex clients.
- Set and manage key performance indicators across utilization, gross margin, and time-to-value.
- Ensure Successful Enterprise Delivery and Customer Outcomes
- Oversee the full lifecycle of enterprise client projects, from design and planning to configuration, testing, training, and go-live.
- Maintain a governance framework for all delivery projects, ensuring predictable outcomes, strong financial control, and excellent client experience.
- Act as a senior escalation point for clients, resolving complex delivery challenges with empathy, urgency, and partnership.
- Establish strong executive relationships with enterprise customers and ensure delivery aligns with their broader transformation goals.
- Drive Operational Excellence and Continuous Improvement
- Develop a professional services “delivery playbook” that standardizes how we implement ShareDo US across enterprise client types and regions.
- Identify and implement process innovations that improve efficiency, quality, and customer satisfaction.
- Build and maintain a reporting rhythm to track project health, utilization, and financial performance, sharing insights with leadership.
- Strategic Growth and Capacity Planning
- Partner with Sales, Product, and Customer Success to forecast demand and resource needs in enterprise accounts.
- Define the long-term capacity plan for the PS organization in alignment with company growth objectives.
- Partner with Talent Acquisition and Capability Leads to attract, develop, and retain top-tier enterprise delivery talent.
- Commercial and Partner Management
- Own professional services P&L accountability, ensuring utilization, margin, and delivery profitability targets are met.
- Manage subcontractor and partner relationships, ensuring high-quality delivery and sustainable margin structures.
- Collaborate with system integrators and delivery partners to expand implementation capacity and accelerate adoption within the enterprise market.
Requirements
- Proven experience leading Professional Services or Delivery organizations for enterprise SaaS or complex software solutions.
- A track record of delivering large-scale, multi-phase enterprise implementations involving multiple stakeholder groups and integration touchpoints.
- Deep understanding of enterprise project governance, risk management, and change management best practices.
- Experience with utilization and revenue forecasting, with comfort owning P&L-level accountability.
- Strong leadership skills with the ability to inspire, coach, and scale high-performing delivery teams across multiple geographies.
- Exceptional communication and stakeholder management skills, able to engage confidently with enterprise executives, project sponsors, and technical teams alike.
- Background in legal tech, professional services automation, or enterprise workflow software is a strong asset.
Benefits
- Competitive, equitable salary with top-tier health benefits, dental, and vision insurance
- Hybrid work environment, with expectation for local Clions (Vancouver, Calgary, Toronto, Dublin and Sydney) to be in office minimum twice per week.
- Flexible time off policy, with an encouraged 20 days off per year.
- $2000 annual counseling benefit
- RRSP matching and RESP contribution
- Clioversary recognition program with special acknowledgement at 3, 5, 7, and 10 years
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